Hey!
I just got a job as an Onboarding Lead (their 1st onboarder) at a small start up.
My job will be onboarding/assisting new clients in our platform. I’ve had 6 yrs of tech support and customer success management experience, but as a 100% onboarding role I am looking for resources on how to build/develop an Onboarding program and team.
I know it’s a vague ask, but any websites, books, creators or accounts that would be helpful to get my creative juices flowing would be so appreciated. Thx!

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I know this probably seems silly, but have you asked the people in the startup who have been doing the onboarding before you were hired what they did/how they did it to get an idea? Probably also important to know the goals of onboarding the client (is it within x hours/days, with a y% understanding ie, no questions later). Then you can start to build out frameworks. When I was designing processes, I have used Monday (more task list based), and notion (task list + place to store docs, etc). I loved everything I could do with notion, if you’re looking for a place for everything to live!

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Ask those who were doing this before you where the friction is. Find the holes and plug them. Make sure playbooks are adoption and value driven, not just fluffy stuff. Make people do the things (SaaS buyers can be very lazy, they are also pressed for time). Make sure you’re working with at least one person who really wants this solution implemented - it will usually affect them directly. Adoption is 99% an onboarding metric, and adoption is everything.

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